Athenahealth knows that the latest breakthroughs in medicine come when you can tap the collective knowledge of experts. When it merged with Virence Health in 2019, athenahealth had established a…
Leading a modern sales organization comes with a set of universal goals that we all strive to achieve. We all want our sellers to be informed, agile, and decisive. We…
Working remotely didn’t stop us from continuing to innovate in order to expand upon our service offering ahead of our Summer Release. Now that we’re here, we are excited to…
When thinking about the relationship between our organization’s customer service operations and the conversations taking place about our company on social media channels, it’s hard to overstate how truly connected…
To kick off this blog – and my new role evangelizing the need for companies to embrace and engage the Long Tail of Collective Enterprise Knowledge – I’d like to…
Peter Schwartz, the celebrated futurist from Salesforce, spoke Monday at Dreamforce about the relevance of companies that embrace the power of the new “inverted economy.” Peter pointed out that individuals,…
People attend shows like Dreamforce to make connections. There are literally hundreds, if not thousands, of opportunities to connect with communities of people that can influence your work for the…
New technology is designed to make our lives easier. But in the realm of customer service, new technology and personalized service are often at odds with one another. How did…
Unless you’re leveraging the collective knowledge available to your organization, you’re likely not at the level of “social” required to be completely relevant to your customers. And irrelevancy is, well,…
I am having fun exploring the different areas of customer service in relation to the new world of knowledge management. I hope you are as well. To recap, we have…
